FAQ

Q: Can I not purchase products unless I register as a member?
A This site is a membership-based BtoB site.
You will need to register as a member to purchase products, view prices, and view exclusive content.

Q: Is there a fee for membership registration?
A Registration is free. There are no annual fees.

Q: I don't know how to register as a member.
A: There is a "Member Registration" button on the top right of the top page. Click on it, enter the required information, and then proceed to the registration application.

Q Can sole proprietors also register?
A: No problem. You can register.

Q: I am a newly established company. Can I register?
A: No problem. You can register.
Although credit cards are possible under certain payment conditions, credit limits may be limited or not granted in the case of deferred payments.

Q I already have business with Kiyohara Co., Ltd., can I register?
A: There is no problem with submitting your registration application. After submitting your application, our sales representative will check it once. Once the application has been confirmed internally, your registration will be completed.
When purchasing on this site, only credit card payments and deferred payments (NP deferred payments) are accepted. Please note that this is different from existing payment methods.

Q: How many days will it take after I apply to be able to place an order?
A Normally, the review will be completed within 2 to 3 business days from the day of application, and you will receive an approval email from our site.
You will be able to place an order after setting your password and logging in using the "Activate your account" button in the email you received.

Q: I have applied for membership but have not received an email.
A: Once your membership registration application and order have been processed, we will automatically send you an email with instructions.
If you do not receive an email, please check your email reception settings and spam folder to see if the email has arrived there.
Alternatively, there may have been a delay in email delivery, the email address you registered may be incorrect, or the email may not have been sent properly.
If the above does not resolve your issue, please contact us via "Contact Us".

Q: I registered the wrong email address.
A: Please note that the notification emails sent from this site are sent automatically and cannot be resent.
To change your email address, after logging in, click the "Edit Account Information" button in the "My Page" menu at the top right of the page, change the details, and update your registration information.

Q: I forgot my ID and password.
A: To reset your password, please click here.
Your ID will be your email address.
If you do not know your registered email address, please contact us via "Inquiries."

Q I would like to change my registration information (email address, password, address, etc.).
A After logging in, click the "Edit Account Information" button in the "My Page" menu at the top right of the page, change the information, and then click the update button to update your registration information.

Q I haven't received an email. When should I normally receive an email?
A: Once your membership registration application and order have been processed, we will automatically send you an email with instructions.
If you do not receive an email, please check your email reception settings and spam folders to make sure the email has not been sent there. If you are using a PC, please check the "spam folder" in your email software.
For mobile phones, please check the "domain-specific reception settings" on your device.
Alternatively, there may have been a delay in email delivery, the email address you registered may be incorrect, or the email may not have been sent properly.
If the above does not resolve your issue, please contact us via "Contact Us".

Q: I would like to stop receiving the email newsletter.
A After logging in, click the "Edit Account Information" button in "My Page", uncheck "Subscribe to email newsletter" at the bottom of the page, and press the update button to update your account information.

Q: What payment methods are available?
A Payment can be made by credit card (VISA, Mastercard, JCB, AMERICAN EXPRESS, Diners Club) or deferred payment (NP deferred payment).

Q: How many times can I pay by credit card?
A Payment can only be made in a lump sum.

Q: A credit reference error occurred on the credit card payment input screen.
A Please check that you have entered your credit card number and expiration date correctly and try again.
If the error persists, please contact your credit card company directly.

Q: What is deferred payment?
A This is a method of paying for products purchased over a certain period of time in a lump sum at a later date, rather than paying the price each time you purchase a product.
This site offers NP installment payment. For details, please click here.

Q Can I change the payment method?
A: Once an order has been confirmed, it cannot be changed and can only be cancelled. Please be sure to confirm this when placing your order.
To change your payment method, please change the payment method before placing your order, or cancel your order, change the payment method, and place the order again.

Q Can I choose the payment method depending on the order?
A You can choose your payment method each time you confirm your order.

Q Can I pay in cash for the product?
A: Sorry, we do not accept cash on delivery.

Q Can I pay by bank transfer?
A If you select deferred payment as your payment method, you can make a bank transfer to the payment agency.
Please note that we cannot accept direct bank transfers to our company. For details on how to pay for your order, please refer to the "Payment Methods" section in the Shopping Guide.

Q I already have a transaction with Kiyohara Co., Ltd., so can I use my current payment method?
A When purchasing on this site, only credit card payment and deferred payment (NP deferred payment) are accepted. Please note that this is different from existing payment methods.

Q: I would like an invoice.
A As a general rule, we do not issue invoices.
For invoices, please contact your payment processor or credit card company directly.

Q Can I have the product number etc. included on the invoice?
A: Unfortunately, we do not provide the service of issuing or printing invoices.
After logging in, you can issue a delivery note for each order from "Order History" on "My Page", so please check there.

Q: What is the credit limit for NP installment payments?
A The initial setting is a maximum of 300,000 yen per month. This amount may be reduced depending on the review.
If you wish to increase the amount, please contact us in advance via the inquiry page.
It will take about two months from the time of application until your credit limit is increased. If you plan to use more than the set credit limit, please apply for an increase as soon as possible.

Q Can I issue a receipt?
A: As a general rule, we do not issue receipts. The handling of receipts varies depending on the payment method, so please see below for details.

<In the case of credit card>
The statement issued by your credit card company will be your receipt. In the case of credit card payments, we are unable to issue receipts as this is a contract between you and the credit card company.

<When using deferred payment>
The payment receipt on the invoice (payment slip) can be used as an official receipt.
If you pay by bank transfer, the transfer slip will serve as your receipt.

Q: I would like to know the selling price of the product.
A: Prices will be displayed once you register as a member.

Q: Can I negotiate the price if I buy in bulk?
A: We do not offer bulk discounts on this site.

Q: Can I purchase products that are not listed?
A If you are interested, please contact us via "Channel Talk" or "Inquiries."
If there are any missing, we will register them for you.

Q I can't find the product I want so I'd like some suggestions.
A We will make a proposal, so please contact us via "Channel Talk" or "Inquiries."

Q: Can I purchase sample cut products in rolls such as tapes?
A: Sample cut products are available for some products. Please check the product page for each product.

Q: For random M rolls (bias tape, etc.), does the charge change depending on the quantity?
A: Some scroll products are randomly packed. After you place your order, we will contact you with the final quantity, and you will be charged for the final quantity. Thank you for your understanding.

Q: I'd like a sample book.
A: Sample books are available for some products. Please add the book to your cart by clicking "Purchase a sample book" on the relevant product page.

Q I would like to know the detailed sizes, including the hooks.
A We will check and get back to you, so please contact us via "Channel Talk" or "Inquiries."

Q I would like you to suggest alternative products from other companies.
A We will check and get back to you, so please let us know the details via "Channel Talk" or "Inquiries".

Q: The color of the product I received is different?
A The colour of the actual product may look different depending on the manufacturer, model and screen settings of your computer monitor or smartphone.
If the color numbers are obviously different, please contact us via "Inquiries".

Q I can't tell the color of the product from just the image. I'd like to actually hold the product in my hands before purchasing it (texture, thickness, etc.).
A If you would like to check the details of the product's color, shape, etc., we recommend that you purchase a sample book or sample cut product with the actual item and check it in advance.
For other products, please contact us via "Channel Talk" or "Inquiries".

Q: The item I put in my shopping cart has disappeared?
A Cart is valid for 14 days.
Please note that if you do not complete the order process within 14 days, the item will be automatically removed from your shopping cart. We recommend that you add any items you do not plan to order immediately to your "wish list."

Q: What is the order deadline and shipping date?
A Basically, orders placed by 3pm will be processed on the same day. Orders placed after 3pm will be processed on the next business day.
Our original products will be shipped within 3 business days from the date of ordering, and back-ordered products will be shipped within 5 business days from the date of ordering.

Q: I don't know how to order.
A After logging in, add the required quantity to your cart from each product page and proceed to the payment screen from the cart menu.
If you need assistance, please contact us via "Channel Talk" or "Contact Us" and we will assist you.

Q Can I order by phone or fax?
A We do not accept orders by phone or fax. Orders can only be placed online.

Q: I want to check if my order has been completed.
A After you complete the order process, an email containing "Order confirmation [Order number]: [Name]" will be automatically sent to your registered email address. Please check there.
You can also check your order history from your My Page after logging in.

Q: I placed an order, but I haven't received an order completion email.
If you do not receive an email, your order may not have been sent correctly.
If you purchased as a member after logging in, please check your order history on My Page. If you cannot confirm the order, please contact us via "Inquiries".
When your order is complete, we will automatically send you an "Order Completion Notification" email. If there is an error in the email address you entered when you registered as a member, or if you have set up your email reception settings, you will not be able to receive the email. Please check your registered email address and email reception settings again.
*Please set up your email so that you can receive emails from the domain after "@" [appm.jp].
*Please note that emails such as "Order Completion Notification" cannot be resent because they are sent automatically.

Q Can I check what I ordered?
A After logging in, you can check your order history from your My Page.
If you are unable to confirm, please contact us via "Inquiries".

Q Can I change the delivery date after it has been shipped?
A: We cannot accommodate changes after shipment. If you wish to change the shipping address, please check the parcel inquiry number listed in the shipment completion email and contact Sagawa Express directly.

Q: I haven't received the item I ordered.
A Basically, our original products will be shipped within 3 business days from the date of ordering, and back-ordered products will be shipped within 7 business days from the date of ordering. If it will take longer than the basic delivery time, we will contact you in advance.
If more than three days have passed since you placed your order and you have not received any contact, please contact us via "Channel Talk" or "Inquiries."

Q: I can't add items to my cart.
A We will provide you with information, so please contact us via "Channel Talk" or "Inquiries."

Q: I would like to place separate orders, but the total is added up when I put the items in my cart. Can I have the items shipped separately after I place the order?
A Generally, we are unable to split your order into separate shipments after it has been placed, except in cases where some of the items require longer delivery times.
If you would like to have your items shipped separately, please place separate orders from the beginning, or fill in the details in the "Comments" section when placing your order. This will allow us to accommodate your request.
Additionally, if you need to cut a roll of fabric multiple times, an additional fee may be charged.

Q: I would like to change the contents of my order.
A If you would like to make changes before 3:00 p.m. on the day of your order, please contact us via "Channel Talk" or "Inquiries."
We will check and contact you. However, if the arrangements have already been made, we will be unable to accept your request.
Additionally, for orders placed by 3:00 p.m., we generally do not allow any changes to be made after 3:00 p.m. on the same day.

Q: Is it possible to place a provisional order in advance?
A: Generally, we can. However, depending on the content, we may not be able to respond, so for more information, please contact us via "Contact Us".

Q: I would like to know the stock status of the product.
A: Please contact us via "Inquiries." We will check and get back to you.

Q: Can I not see the product inventory?
A: At the moment, we do not support stock display.

Q: How long will it take to deliver after I place an order?
A Basically, we will ship our in-stock products (products marked as original) within 3 business days. For back-ordered products, we will ship within 5 business days.
The estimated delivery date may be listed on the product details page, so please check that as well.

*If the delivery date is delayed due to stock shortage, etc., we will contact you in advance by email.
*Secondary processed products have a separate processing lead time from the actual product, so we will contact you as soon as we know the shipping schedule.

Q: Can I ship on the same day?
A: Generally, we cannot accommodate your request. If it is urgent, please contact us via "Contact Us". We will check and get back to you.

Q: Can I confirm the delivery date in advance?
A Yes, we can. Please contact us via "Channel Talk" or "Inquiries."

Q: If the item is out of stock, how long will it take to be contacted?
A Generally, we will contact you on the day of arrangement or within two business days.

Q About the delivery date stated on the product
A Please use this as a guideline for delivery time. If the delivery time is longer, we will contact you again after you place your order.
If you would like to confirm the delivery date in advance, please contact us via "Inquiries". We will check and get back to you.

Q: Who can I contact? (Contact information, hours of operation, etc.)
A Please contact us via "Channel Talk" or "Inquiries."
Business hours are 9:30-17:30 (closed on Saturdays, Sundays, and public holidays).
We will inform you in advance about summer holidays and New Year's holidays on the announcement page.

Q: Can I specify a delivery date?
A You can specify the shipping date, but we cannot specify the time.

Q: Is it possible to ship overseas?
A: Currently, we are unable to ship overseas. Thank you for your understanding.

Q Are delivery fees the same anywhere in the country?
A: Additional shipping and relay fees will be charged for Hokkaido, Okinawa, and remote islands.

Q Can I specify a shipping service other than Sagawa Express?
A This site only supports Sagawa Express.

Q: Can I have them shipped by product number?
A Yes, if you place separate orders for each product number.

Q: I have placed consecutive orders to the same shipping address. Will they be shipped together? Also, why are there cases where orders are not shipped together even if the conditions are the same?
A Basically, each order will be shipped separately.
If you wish to have your items shipped together, please indicate this in the "Comments" section when placing your order, or contact us via "Inquiries." However, please note that we may not be able to ship your items together depending on their shape and quantity.

Q I would like the lining, interlining, linings, and other rolled fabrics to be rolled up in separate paper tubes before shipping. Also, what is the difference between shipping them rolled up together and shipping them separately?
A Basically, products of different colors with the same part number will be shipped rolled up in the same paper tube.
If you would like to have the product shipped separately, please indicate this in the "Comments" section when placing your order. However, if you request to have the product shipped in separate shipments, an additional fee may be charged.

Q Is it possible to change the delivery address to a different address than the one I registered in advance?
A: There is a section where you can enter your shipping address during the ordering process, so you can specify a new shipping address when placing your order.
We recommend that you register frequently used shipping addresses in advance.

Q Can I send to multiple addresses?
A: Unfortunately, you can only specify one delivery address per order.
If you have multiple shipping addresses specified, you will need to place separate orders for each shipping address.
Please note that a shipping fee will be charged for each order.

Q I would like to change the shipping address for some or all of the items I ordered.
A: Please contact us via "Inquiries." We will check and get back to you.
However, we will not be able to accept your request if we have already sent you an email confirming that shipping arrangements have been made.

Q Can I pick up the product directly?
A: No, we cannot accommodate this request. We will ship the item via Sagawa Express.

Q What happens if I am not at home to receive the item?
A If you are not at home, the delivery company will leave a "delivery notice" in your mailbox, so please contact us with your desired delivery date and time and then collect the item.
If you are unable to receive the product after it has been shipped and the carrier contacts us accordingly, or if the product is returned to us, we will contact you.
If we do not receive any reply within one week of contacting you, we will cancel the order.
If you wish to repurchase the cancelled item, we apologize for the inconvenience, but please place your order again through our online store.
*However, if the sales period has ended or the product has sold out, you will not be able to place an order.
*If we receive a large number of returns due to long-term absences, we may ask you to refrain from using this site.

Q: I made a mistake in my order. Can I cancel it if I contact you right away?
A If you would like to cancel your order before 3:00pm on the day of your order, please contact us via "Channel Talk" or "Inquiries".
We will check and contact you. However, if the arrangements have already been made, we will be unable to accept your request.
Additionally, for orders placed by 3:00 p.m., we generally do not accept cancellations after 3:00 p.m. on the same day.

Q: The product is different from what I expected. Can I return it?
A We cannot accept returns or exchanges due to customer convenience.

Q I received an item I did not order, a different item than what I ordered, or a defective item.
A We will accept returns and exchanges due to product defects or incorrect ordering, if you contact us within 7 days of receiving the product.
We apologize for the inconvenience, but please contact us via "Inquiries". We will provide you with information on how to return the item and the return address, so please wait until then before returning the item.
However, we will not accept your request if the case falls under the cases specified separately in our shopping guide. For details, please see "About canceling, exchanging, and returning ordered items."
We will cover the shipping costs for returning and re-shipping the product. If it is unavoidable that we are unable to exchange the product, we will refund the purchase price.

Q: The color I received is not what I expected. Can I exchange it for the same product in a different color?
A We cannot accept returns or exchanges due to customer convenience.

Q: Can I return or exchange an item I received?
A We cannot accept returns or exchanges due to customer convenience, so please make sure to check the product name, product number, color, size, etc. before placing your order.
If you receive a defective product or a product different from the one you ordered, please contact us within 7 days of receiving the product and we will promptly process the return or exchange.
However, we will not accept your request if the case falls under the cases specified separately in our shopping guide. For details, please see "About canceling, exchanging, and returning ordered items."
We will cover the shipping costs for returning and re-shipping the product. If it is unavoidable that we are unable to exchange the product, we will refund the purchase price.

Q: What should I do about the box and packaging when returning an item?
A When returning an item, please keep the product packaging (bag, box, etc.) in the same condition as when it was delivered, and pack the product carefully to prevent it from becoming dirty or damaged during the return journey.
We can also use a box other than the one that was delivered to you for the return shipment.
*Please note that we cannot be held responsible for any accidents or troubles such as damage or loss during return shipping.

Q: Is there a designated shipping company for returns?
A We do not specify a shipping company for returns.
However, we ask that you refrain from using non-standard ordinary mail or courier services as there is no guarantee in the event of damage or loss during return shipping.
Please return the item using a method that allows you to keep a copy of the delivery slip (such as a shipping company, Yu-Pack, or Letter Pack).
*Please note that we cannot be held responsible for any accidents or troubles such as damage or loss during return shipping.

Q I would like to check if the returned item has arrived.
A Once the returned item arrives at our company and we have checked the condition of the item, we will send you an email with instructions. Please wait a while until we contact you.

Q: If I return an item, how will I get my refund?
A The refund method varies depending on the payment method.

■ Credit card refunds
If you pay by credit card, the charge will be settled by the card company. There is no need for you to contact the card company.
If the original charge has already been confirmed based on the closing date of your credit card at the time of the refund process, the charge will be debited once and then offset or refunded against the amount used in the following month.
Refund methods vary depending on the card company. Please check the amount on your credit card statement.

■ Refunds for NP deferred payments
Please tell me the procedure for refund and points to note. – NP Installment Payment Purchaser Help Center (np-kakebarai.com)

Q: How do I request an interlining test? What do I need?
A After logging in, add "Adhesive Interlining Test" to your cart from the side menu on the left, enter the required information in the request form, and send it to us together with the requested fabric.

Q: After requesting an interlining test, how many days will it take to receive the test results?
A It depends on the situation, but it will usually be shipped within 3 to 4 business days from the date of arrangement.

Q: Can I make an order for a different interlining than the one I purchased here?
A: No, we cannot. We can suggest alternative products that we carry, so please feel free to contact us via "Channel Talk."

Q: How do I request dyeing?
A After logging in, add "dyeing request" to your cart from the side menu on the left, enter the necessary information in the request form, and send it to us along with a color sample.
If you have any specific requests, please fill them in on the request form.

Q: How long does it take to deliver the dye?
A It depends on the situation and the product, but it may take 4 to 10 business days from the date of arrangement.

Q Can I check the color or request corrections?
A Basically, the product will be shipped after we confirm the color.
If you are interested, please contact us and we will be happy to accommodate.

Q: Please tell me about the processing you can do.
A For more details, please contact us via this page "About secondary processing."

Q: How do I request processing?
A For more details, please contact us via this page "About secondary processing."

Q: Can the ends of the laces be tipped?
A It depends on the string and its condition, but it is generally possible. Please add your desired processing method from the "Secondary Processing" category to your cart.

Q: I would like to have a dot button on my product.
A It depends on the condition and requirements of the product, so please contact us via the inquiry page.

Q Can I request to have a custom logo printed on buttons etc?
A Basically, this is possible, but it will be treated as a special order item, and there will be a mold fee and a minimum production lot.
Please note that you will need to collect all of the completed products at once.

Q: Please tell me how to request covered button processing. How much fabric do I need?
A Please select the quantity and size you require and add it to your cart to place your order.
We will need you to provide us with the fabric for the walnuts, so please make sure to write "Fabric provision (how many colors)" in your message.
If you would like a product with eyelets, please also specify the eyelet color.

The required length of fabric is approximately three times the size of the finished button, but this will depend on the thickness and pattern of the fabric.
For more details, please contact us via the contact page.

Q Example: If the finished size is 10mm, a 3cm x 3cm square of fabric is required per piece.
A ※Depending on the fabric (extremely thin or thick, etc.), wrapping may not be possible, or depending on the processing method (pattern removal, double layering, etc.),
A Separate processing fee may be charged.
Please note that we will make a decision after seeing the fabric.

Q: Can you process items that were not purchased here?
A We are unable to accommodate your request.

Q: Please tell me how to cancel my membership.
A Please contact us via the inquiry page to inform us of your intention to cancel your membership. We will contact you by email once your cancellation is complete.

Q I don't plan on using the service for a while, is it okay if I don't cancel my membership?
A: There is no need to cancel your membership even if you do not use the service. You may receive notification emails from time to time.